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Salesforce CRM - The Definitive Admin Handbook

You're reading from   Salesforce CRM - The Definitive Admin Handbook A Deep-dive into the working of Salesforce CRM

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Product type Paperback
Published in Dec 2016
Publisher Packt
ISBN-13 9781786468963
Length 644 pages
Edition 4th Edition
Concepts
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Author (1):
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Paul Goodey Paul Goodey
Author Profile Icon Paul Goodey
Paul Goodey
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Toc

Table of Contents (12) Chapters Close

Preface 1. Setting up Salesforce CRM and the Company Profile FREE CHAPTER 2. Managing Users and Controlling System Access 3. Configuring Objects and Apps 4. Securing Access to Data and Data Validation 5. Managing Data in Salesforce CRM 6. Generating Data Analytics with Reports and Dashboards 7. Implementing Business Processes in Salesforce CRM 8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM 9. Extending and Enhancing Salesforce CRM 10. Administrating the Mobile Features of Salesforce CRM 11. Studying for the Certified Administrator Exam

User adoption

In Chapter 8, Introducing Sales Cloud, Service Cloud, and Collaborative Features of Salesforce CRM, we looked at the core functionality that Salesforce CRM provides and also at how the complete sales process, from campaign and lead capture right through to customer service and support, can be captured. Here, we looked in detail at how Salesforce provides the facilities to obtain a full 360-degree view of customer's past, present, and future relationships within our organization.

We looked at how this information enables marketing to measure the return on investment for marketing campaigns, sales to optimize the sales pipeline and sell more to each customer, support to track customer support incidents, and requests to ensure that each one is resolved appropriately and in a timely fashion.

Having this process in place is one thing, but to ensure that the information is captured to support the process is another issue altogether. After all, processes and technologies are...

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